Note to all customers:
Due to the Covid-19 crisis, you may see a delay in the postage/shipping of your order for the time being. The unprecedented volume increase in post being sent in the UK will contribute to this delay but orders over £25 are sent with Royal Mail Tracked and Signed post so please take advantage of this feature and check using the tracking code before messaging Sarah Ann Illustrations with concerns over the delay.
Shipping and Delivery
At current we are not offering free post to any region as we are a new business. Hopefully in the future this may change.
When you place your order you will receive an email from firstname.lastname@example.org to inform you that your order has been received.
If your order is over £25 you will receive a follow up email with a tracking link when your order is dispatched.
We aim to dispatch your order on the next working day Monday – Friday. Orders received after 4pm on Friday and over the weekend will be dispatch on Monday or the next working day if it’s a bank holiday.
All orders are sent using the Royal Mail and typically take 2-3 days to arrive in the UK and 5-8 days for Europe and the USA.
If your order is going to be delayed you will receive an email updating you when it will be dispatched.
We understands that sometimes, accidents happen to items in transit. If this happens to you, please send photo evidence and your order number to email@example.com. We will respond as soon as possible to sort out an exchange. Our business hours are from 9:00 till 17:00 (GMT) Monday to Friday.
Refunds and Returns
Sarah Ann Illustrations’ policy for refunds lasts 14 calendar days. If 14 days have elapsed since your purchase, unfortunately we cannot offer you a refund or exchange but hopefully you will love the artwork as much as we do and will not want to send it back!
All our parcels are carefully checked and wrapped by us so to be eligible for a return, your item must be unused, in the same condition that you received it and repacked in the original packaging.
We cannot allow returns on sale items only regular priced items may be refunded and certain items such as Stickers, Resin crafts and items that are under £10 excluding postage.
Once your return is received and checked over, we will send you an email to notify you that we have received your returned item. We will then notify you of the status of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 to 10 working days.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary especially if you are sending it back to the UK from overseas.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. If you don’t, we won’t be able to guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund, first check your bank account for new or pending transactions from Sarah Ann Illustrations. Then contact your credit card company, it may take some time before your refund is officially posted. If that still isn’t yielding a result, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org and we will get back to you between 9:00 till 17:00 (GMT) Monday to Friday.